Customer Implementation Manager
At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.
Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.
About the right team member
The Customer Implementation Manager (CIM) serves as a customer’s primary coordinator by providing support for project-managed implementations, along with one-time engagement projects. This individual develops a strong understanding of a customer’s business model to support configuration, site setup, and recommend best practices.
The CIM is responsible for the coordination and execution of assigned customer projects, primarily at the operational level, with exposure to more complex or strategic projects as needed. They contribute to project delivery, support implementation activities, and collaborate with cross-functional teams to ensure successful customer outcomes.
About the role
- Support customer consultations to review project requirements for the design and implementation of projects, contributing to timelines and deliverables.
• Assist with implementation projects by working with customers and partners to understand their business model and goals, helping design workflows that support scalable solutions.
• Coordinate and execute implementation activities, including multi-location setups and integrations, ensuring a consistent and seamless customer experience.
• Own and deliver on standard implementation projects, ensuring timelines and deliverables are met.
• Partner with Project Managers and senior team members on larger or more complex implementation projects.
• Work directly with customers to manage initial system access, support data conversions and integrations, create documentation, and deliver user training for successful software launches.
• Maintain and update project documentation, templates, and processes to support delivery consistency.
• Manage client expectations by maintaining clear communication with internal and external stakeholders.
• Build and maintain industry and product knowledge by staying up to date on new features, tools, and best practices.
• Collaborate with team members and contribute to a positive, high-performing team environment.
• All other duties as assigned.
Skills & experience
- Bachelor’s Degree or equivalent experience
• Three (3)+ years of related customer service, project coordination, and/or technical support experience preferred
• Experience in a Professional Services or Implementation environment is a plus
• Working knowledge of software implementation processes and customer onboarding best practices
• Strong problem-solving, critical thinking, communication, and relationship-building skills
• Ability to manage customer expectations and support issue resolution
• Ability to interact effectively with a range of customer stakeholders
• Proficiency navigating web and mobile technologies
• Familiarity with Microsoft and Google platforms
• Strong organizational and time management skills, with the ability to prioritize and meet deadlines
• Ability to adapt in a fast-paced environment and support change within customer organizations
Have we piqued your curiosity?
Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.
The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.
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Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.